Administrative protection without enforcement: limits and challenges in the regulation of user complaint resolution by regulatory agencies in Peru

• Autor: Barco Hidalgo, Leonardo
• Formato: artículo
• Fecha de Publicación: 2025
• Institución: Pontificia Universidad Católica del Perú
• Repositorio: Revistas - Pontificia Universidad Católica del Perú
• Lenguaje: español
• OAI Identifier: oai:ojs.pkp.sfu.ca:article/31862
• Enlace del recurso: http://revistas.pucp.edu.pe/index.php/themis/article/view/31862
• Nivel de acceso: acceso abierto
• Materia: User claims; Regulatory agency; Trilateral procedure; Public services; Administrative enforceability; Reclamos de usuarios; Organismo regulador; Procedimiento trilateral; Servicios públicos; Ejecutoriedad administrativa

The article analyzes the user complaint procedure in regulated sectors, highlighting its importance in the economy and the protection of consumer rights. It examines the dispute resolution function recognized for regulatory agencies, as well as the general regulatory framework applicable to Osiptel, Osinergmin, Sunass, and Sutran, in order to understand its legal-administrative nature.Based on this, key issues are discussed, such as the trilateral configuration of the procedure, the debate on whether concessionary companies can be considered part of the Public Administration when resolving complaints, and the limitations in provides a basis for reflecting on the regulatory and procedural challenges in ensuring effective protection of users’ rights in public services.